Hey, Romxx,
Thanks for posting.
As this is a community based forum. I don't think you'll be able to get direct support through this medium except maybe advice. I'd suggest calling Technical Support again and request that your case be escalated to a department where they actually know what ping is. LMAO! 
ROTFPMPLMAO @ Technical Support not knowing what ping is. 
Telstra are getting better at providing internet service and support. Next time you're on the phone, ask them what Wi-Fi is and see the response - "Um... I'm guessing it's wireless Hi-Fi." LOL!